IT Program Manager

IT Program Manager

Requirements

• Effective communication with diverse stakeholders – able to collaborate with both technical and non-technical stakeholders to drive alignment and ensure business project needs are met in accordance with technology best practices
• Strong expertise in project delivery methodologies with deep knowledge of best practices, methods, and techniques for effective project execution
• Proven interdepartmental collaboration skills which have demonstrated ability to work across departments, ensuring clear communication and shared objectives
• Passion for Microsoft 365 with strong interest and investment in learning and applying best practices for these systems
• Experience with service ticketing and project management tools with familiarity with platforms that support efficient tracking and delivery of services
• Understanding of compliance and audit procedures, especially in the context of information security and data protection
• High-level confidentiality and responsibility, capable of handling sensitive information related to ASU Enterprise Partners, its affiliates, University stakeholders, and confidential prospect data with discretion
• Advanced technical problem-solving skills, ability to resolve complex issues while considering both strategic and tactical implications
• Collaborative team player that thrives in a team-based environment, contributing positively to group efforts and shared goals
• Excellent interpersonal skills with strong and collegial communication abilities, effectively engaging with technical and non-technical colleagues in person, in writing, and by phone
• Diplomatic strategist that is able to navigate rapidly changing, complex situations involving multiple stakeholders with competing priorities
• Proficient in business process documentation, skilled at creating detailed and accurate documentation of current and future processes
• Agility in complex environments, adept at managing shifting priorities and communication plans with flexibility and precision
• Independent and team-oriented workstyle, capable of working autonomously while contributing collaboratively to team success
• Highly organized and detail-oriented, ability to manage multiple projects simultaneously with accuracy and efficiency
• Proactive problem solver that takes initiative, sets clear priorities, and adapts to changing circumstances with flexibility
• Ability to hire, motivate, develop, and retain a high-performance team
• Commitment to ASU’s mission, passionate advocate for the vision of ASU as the New American University

Responsibilities

• Managing a team that has end-to-end responsibility for supporting the organization’s core technology infrastructure and end-user needs, covering areas such as Microsoft 365 administration, endpoint security, service desk ticket resolution, and AV assistance.
• Working closely with all levels of Platform Support Analysts, providing guidance, mentorship, and performance feedback that fosters ongoing professional growth.
• Continuous improvement is a core component of this leader’s approach. By analyzing performance metrics, gathering feedback from both internal stakeholders and end users, and staying abreast of industry best practices, identify opportunities for process enhancements and new technology adoption.
• A key aspect of the role is to ensure that support processes, standards, and objectives are met across the entire Platform Support team.
• The Program Manager will coordinate daily operations by reviewing service desk metrics, identifying capacity issues, and making adjustments to maintain optimal performance.
• Assist in the planning and tracking of internal security audits, coordinating with relevant departments to ensure timely completion.
• Strong relationships with executive leadership, departmental heads, and external vendors are essential in this role.
• Providing regular status updates on the performance and progress of the Platform Support program, highlighting successes, escalating critical risks, and recommending course corrections as needed.
• In collaboration with other leaders in the Technology & Solutions department, develops and manages program-level initiatives aimed at enhancing user support, streamlining processes, and adopting new tools or platforms.
• Create detailed project plans, define success criteria, and coordinate cross-functional resources to ensure on-time, on-budget delivery.
• Beyond driving performance metrics, this role plays a key role in shaping the culture of the Technology & Solutions department.
• Perform other related duties as assigned.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Business Administration, Management, or related field AND
• At least four (4) years program management or project management at a technology company and/or in a technical capacity, OR
• Any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved